Field of the Disclosure
[0001] The present invention relates to communication technologies, and in particular, to
a method and apparatus for optimizing layered service routing of a call center.
Background of the Disclosure
[0002] A call center is a complete integrated information service system that is operated
by a company according to Computer Telephony Integration (CTI), a communication network,
and a computer network. Common call center numbers include 10086, 114 and 95555. Generally,
a call center provides layered services on the basis of service levels. Layered services
are differentiated services that are provided for customer groups at different levels.
By means of layered services, the call center supports customer group so as to provide
green service paths for VIP customers and business customers.
[0003] The key technique for implementing layered services is to group customers, and specifically,
to group existing customers to various types of customer groups according to their
consumption capability and lifetime value. Different customer groups correspond to
different levels. Each type of customer group is further divided into different level
groups. In practice, a customer is placed in a call queue corresponding to the customer
group it belongs to. Take the call queues of the China Mobile operator for example.
The call queues include VIP queue, GoTone queue, M-Zone queue and other queues, as
shown in FIG. 1, where the level descends in order of VIP queue, GoTone queue, M-Zone
queue and other queues. Each call queue is further divided into different level groups.
For example, the VIP queue is divided into a diamond level group, a gold level group,
a silver level group and a common level group.
[0004] The put-through rate of a call queue means the put-through within n seconds of waiting,
where different customer groups correspond different n values. After the expected
put-through rate and the minimum put-through rate are set for each call queue, the
call center calculates the real-time put-through rate of the call queues on a timed
basis so as to determine the priority of call routing according to a set policy in
real time. Specifically, the system determines whether the put-through rate of the
call queue of the highest priority meets the requirement. If the requirement is not
met while a customer is waiting in the call queue, the system first routes the call
of the customer waiting in the queue. If the put-through rate of the call queue of
the highest priority meets the requirement, the system determines whether the put-through
rate of the call queue of the second highest priority meets the requirement and so
on. In FIG.1, if the put-through rate of the VIP queue does not meet the requirement,
the call center serves customers in the VIP queue first and continues to route customers
in the next level call queue when the put-through rate of the VIP queue meets the
requirement.
[0005] This customer group based layered service solution guarantees that a higher level
customer group is served prior to a lower level customer group. However, because the
call center always chooses customers from the head of a queue, it is possible that
a low level customer in one call queue should fail to be served all the time in a
specific customer group. For example, in FIG. 1, when the call center chooses customers
in the VIP queue, diamond level customers that are lined at the head of the queue
are chosen in precedence. When a new VIP customer joins, the newcomer is inserted
into the queue according to its level. For example, when a gold level VIP customer
comes, the gold level VIP customer is inserted into the gold level position in the
queue. The system chooses the gold level, silver level and common level customers
in turn after all diamond level customers are served. If there are diamond or gold
VIP customers all the time, calls of silver and common customers will not be routed
despite their long-time waiting.
[0006] In view of this, to ensure the put-through rate of low level customers in a call
queue, an easy solution is to set a queue for each level group and adopt layered services
for the queues so as to balance the put-through rates of the queues. As shown in FIG.
2, this solution needs to configure and maintain 14 queues. With this solution, it
is necessary to set a queue for each level group. As a result, too many queues have
to be configured and it is more complex to monitor the state of each queue. Hence,
the solution is hard to implement in practice.
Summary
[0007] Embodiments of the present invention provide a method and apparatus for optimizing
layered service routing of a call center so as to resolve the issue of low put-through
rates for low level customers in a call queue in the conventional art.
[0008] For the foregoing purpose, embodiments of the invention provide the following technical
solution.
[0009] A method for optimizing layered service routing of a call center includes: setting
a level parameter threshold for each level group in a call queue; determining a compared
call from the tail of the call queue when a new call arrives; inserting the new call
after the compared call if a current level parameter of the compared call is larger
than or equal to a level parameter threshold of a level group where the compared call
belongs when the level of the new call is higher than the level of the compared call;
and routing calls from the head of the call queue.
[0010] Alternatively, another method for optimizing layered service routing of a call center
includes: setting a level parameter threshold for each level group in a call queue;
obtaining a current level parameter of each level group; comparing the current level
parameter of each level group with a respective level parameter threshold of the level
group and determined a level group of a highest priority according to a comparison
result; and routing calls in the level group of the highest priority after finishing
the comparison.
[0011] Both the methods for optimizing layered service routing of a call center include
at least a step of setting a level parameter threshold for each level group in a call
queue.
[0012] An apparatus for optimizing layered service routing of a call center includes: a
threshold storing unit, adapted to store a level parameter threshold of each level
group in a call queue; an obtaining unit, adapted to obtain a current level parameter
of each call; a deciding unit, adapted to determine a compared call for level comparison
with a new call from the tail of the call queue; a queue controlling unit, adapted
to judge whether a current level parameter of the compared call is larger than or
equal to a level parameter threshold of a level group where the compared call belongs
when the level of the new call is higher than the level of the compared call and if
so, insert the new call after the compared call; and a routing unit, adapted to route
calls at the head of the call queue.
[0013] Alternatively, another apparatus for optimizing layered service routing of a call
center is adapted to determine a level group of a highest priority in a call queue,
and includes: a threshold storing unit, adapted to store a level parameter threshold
of each level group in a call queue; an obtaining unit, adapted to obtain a current
level parameter of each level group; a comparing unit, adapted to compare the current
level parameter of each level group with a respective level parameter threshold and
determine a level group of a highest priority according to a comparison result; and
a routing unit, adapted to route calls in the level group of the highest priority.
[0014] Both of the apparatuses for optimizing layered service routing of a call center include
at least a threshold storing unit.
[0015] The embodiments of the present invention are easy to implement and only require setting
timers and making relevant judgments. The embodiments do not add to the implementation
difficulty or load of a call center while guaranteeing effective services for low
level customers.
Brief Description of the Drawings
[0016] FIG. 1 is a schematic drawing showing layers of a call queue in a conventional art;
[0017] FIG. 2 is a schematic drawing of setting queues for level groups in the related art;
[0018] FIG. 3 is a procedure of a method for optimizing layered service routing of a call
center according to an embodiment of the invention;
[0019] FIG. 4 shows a result of the method according to the embodiment shown in FIG. 3;
[0020] FIG. 5 is a procedure of another method for optimizing layered service routing of
a call center according to an embodiment of the invention;
[0021] FIG. 6 is a specific example of the method shown in FIG. 5;
[0022] FIG. 7 is a schematic drawing showing a structure of a call center according to an
embodiment of the invention;
[0023] FIG. 8 is a schematic drawing showing a structure of an apparatus for optimizing
layered service routing of a call center according to an embodiment of the invention;
and
[0024] FIG. 9 is a schematic drawing showing a structure of another apparatus for optimizing
layered service routing of a call center according to an embodiment of the invention.
Detailed Description of the Disclosure
[0025] Embodiments of the present invention are hereinafter described in detail with reference
to the accompanying drawings.
[0026] In one embodiment of the invention, the queue time of calls in a call queue is monitored
to determine the position of a newcomer in the queue so as to guarantee the put-through
rate of low level customers.
[0027] The method according to this embodiment includes the following steps:
[0028] 1. Set a level parameter threshold for each level group in a call queue.
[0029] 2. Determine a compared call from the tail of the call queue when a new call arrives.
[0030] 3. When the level of the compared call is higher than the level of the new call,
if the current level parameter of the compared call is larger than or equal to the
level parameter threshold of the call, the new call is placed after the compared call.
[0031] 4. Route calls from the head of the call queue.
[0032] The current level parameter refers to cumulative queue time and the level parameter
threshold refers to queue tolerance duration. A specific example is given below and
not intended to limit the form of the level parameter.
[0033] In another embodiment of the invention, an alternative procedure for the foregoing
embodiment, as shown in FIG. 3, includes:
[0034] Step 301: Set a queue tolerance duration for each level group in a call queue.
[0035] Generally, a shorter queue tolerance duration is set for a higher level so as to
guarantee that calls of higher level customers are routed in precedence. In FIG. 1,
for example, the queue tolerance duration ascends in order of diamond, gold, silver
and common level groups.
[0036] In addition, to control the queue duration of each call more accurately, a queue
tolerance duration may be set for each call, but the configuration efforts are huge.
Setting a queue tolerance duration for a level group means all calls in the level
group have the same queue tolerance duration.
[0037] Step 302: Count the cumulative queue time of each call.
[0038] Step 303: A new call attempts to join the call queue.
[0039] Step 304: Determine a compared call from the tail of the queue.
[0040] Step 305: Compare the customer level of the new call with the compared level group
and if the level of the new call is lower than the compared level group, go on with
step 306, or else with step 307.
[0041] Step 306: Place the new call after the compared call.
[0042] Step 307: If the level of the new call is higher than the level of the compared call,
determine whether the cumulative queue time of the compared call is longer than or
equal to the queue tolerance duration of the level group of the compared call; if
the cumulative queue time of the compared call is longer than or equal to the queue
tolerance duration of the level group, execute step 306, if the cumulative queue time
of the compared call is shorter than the queue tolerance duration of the level group,
go on with step 308.
[0043] Step 308: Place the new call ahead of the compared call.
[0044] Step 309: Compare the new call with a next call until a proper position is found
and insert the new call in the proper position.
[0045] The proper position is the position obtained in step 306, or the queue head if the
new call has the highest priority.
[0046] Step 310: Choose calls from the queue head for call routing. This means routing calls
at the head of the call queue.
[0047] FIG. 4 shows a result of the method according to the embodiment shown in FIG. 3.
As shown in FIG. 4, when the method according to the foregoing embodiment is adopted,
the queue position of a new call is changed while routing still starts from the queue
head.
[0048] The foregoing embodiments of the inventions are easy to implement. It is only necessary
to count the cumulative queue time of calls and make comparisons to insert a new call
into a proper queue position. This will not increase the implementation difficulty
and load of the call center. With the foregoing easy comparisons, low level customers
will also get efficient services.
[0049] A specific example is given below to illustrate the solution.
[0050] Suppose one call queue includes four calls, for example. call 1, call 2, call 3 and
call 4, which belong to level groups A, B, C, and D respectively. Suppose the level
of the four level groups descends in order; that is, the level of level group A where
call 1 belongs is higher than the level of level group B where call 2 belongs, and
so on. The preset queue tolerance duration and current cumulative queuing durations
of the four calls are illustrated in Table 1.
Table 1
|
Call 1 |
Call 2 |
Call 3 |
Call 4 |
Preset queue tolerance duration |
10 |
20 |
30 |
40 |
Current cumulative queuing duration |
5 |
18 |
35 |
30 |
[0051] In the table, the current cumulative queuing duration of call 3 is 35 time units,
already exceeding the respective queue tolerance which is 30 time units.
[0052] Suppose a new call X attempts to access. The call X belongs to level group B. If
the technical solution in the related art is adopted, call X is inserted before call
3 because the level of level group C where call 3 belongs is lower than the level
of level group B. If the technical solution provided by the foregoing embodiment is
adopted, however, because the cumulative queuing duration of call 3 already exceeds
its queue tolerance duration, to ensure that the long waiting call can be routed,
the new call X is inserted after call 3.
[0053] In another alternative embodiment of the invention, the put-through rate is monitored
to determine a call to route so as to guarantee the put-through rate of low level
customers.
[0054] In a word, the method includes the following steps:
[0055] 1. Set a level parameter threshold for each level group in a call queue.
[0056] 2. Obtain the current level parameter of each level group.
[0057] 3. Compare the current level parameter of each level group with the respective level
parameter threshold and determine a level group of the highest priority according
to the comparison result.
[0058] 4. Route calls in the level group of the highest priority.
[0059] The current level parameter may be the current put-through rate and the level parameter
threshold may be the minimum put-through rate. A specific example is given below and
not intended to limit the form of the level parameter.
[0060] FIG. 5 shows a specific procedure according to the foregoing embodiment. The procedure
includes:
[0061] Step 501: Set a minimum put-through rate for each level group in a call queue.
[0062] Generally, a higher minimum put-through rate is set for a higher level so as to guarantee
that calls of higher level customers are routed in precedence. In FIG. 1, for example,
the minimum put-through rate descends in order of diamond, gold, silver and common
levels.
[0063] Step 502: Count the current put-through rate of each level group in real time.
[0064] Step 503: There is a request for call routing, which means an agent needs to choose
a call to serve.
[0065] Step 504: Determine whether the current put-through rate of each level group is lower
than or equal to the respective preset minimum put-through rate.
[0066] Step 505: Determine the level group at the queue head as the level group of the highest
priority if the current put-through rate of every level group is lower than or equal
to the respective minimum put-through rate.
[0067] Step 506: If the current put-through rate of only one level group is not lower than
or equal to (i.e. is higher than) its minimum put-through rate, determine this level
group as the level group of the highest priority.
[0068] Step 507: If the current put-through rates of multiple level groups are not lower
than or equal to (i.e. are higher than) their minimum put-through rates, determine
one of these level groups as the level group of the highest priority according to
a routing algorithm.
[0069] Step 508: Route calls in the level group of the highest priority.
[0070] FIG. 6 is an example of the method shown in FIG. 5. In FIG. 6, a minimum put-through
rate is set for each level group in the call queue. For example, the minimum put-through
rate of level group 1 is set to 80%; the minimum put-through rate of level group 2
is 70%; that of level group 3 60%. If the current put-through rate of only one level
group (for example level group 1, 2 or 3) is lower than its minimum put-through rate,
the level group is selected as a group of the highest priority. If the current put-through
rates of two or three are lower than respective minimum values, a level group of the
highest priority is determined according to a routing algorithm.
[0071] Any of conventional routing algorithms may be adopted to choose the put-through rates
of various level groups, for example, a difference optimization algorithm or a quotient
optimization algorithm. An example of the difference optimization algorithm is given.
The minimum put-through rate of level group 1 is 40% and the current put-through rate
of level group 1 is 30% so that the difference between the two rates is 10%. The minimum
put-through rate of level group 2 is 50% and the current put-through rate of level
group 2 is 20% so that the difference between the two rates is 30%. It can be determined
that calls in level group 2 which has a larger difference in put-through rate will
be routed. Likewise, in the case of the quotient optimization algorithm, the quotient
between the current put-through rate and the minimum put-through of each level group
is compared so as to determine the level group in which calls are to be routed. According
to the assumption above, the quotient of put-through rates of level group 1 is 3/4
and the quotient of put-through rates of level group 2 is 2/5. Therefore, calls in
level group 2 which has a lower quotient of put-through rates are to be routed. The
above are just simple examples. The difference optimization algorithm and quotient
optimization algorithm may be further improved.
[0072] When a call queue is routed, the current put-through rate, the expected put-through
rate and the minimum put-through rate of each level group are compared according to
the algorithm so as to determine the level group in which calls are routed in precedence.
[0073] In the foregoing embodiments, it is unnecessary to break the order of level groups
in the call queue. Instead, an expected put-through rate and a minimum put-through
rate are set for each level group in the call queue. When the agent chooses to route
the call queue, the current put-through rate, expected put-through rate and minimum
put-through rate of the level groups are analyzed according to a certain algorithm
so as to determine which level group to route.
[0074] A simple example of the method shown in FIG. 5 is given below.
[0075] A call queue includes four level groups, A, B, C and D, whose levels descend in order.
The preset minimum put-through rates and current put-through rates of the four level
groups are listed in Table 2.
Table 2
|
Level group A |
Level group B |
Level group C |
Level group D |
Preset minimum put-through rate |
80% |
70% |
60% |
50% |
Current put-through rate |
90% |
72% |
[55%] |
55% |
[0076] In the table, the current put-through rate of level group C is lower than its preset
minimum put-through rate.
[0077] Suppose the agent chooses calls in the call queue to route. The agent determines
the level group of the highest priority according to a relation between the current
put-through rate and the minimum put-through rate of every level group. Apparently,
in Table 2, the current put-through rate of level group C is already below its minimum
put-through rate. Therefore, level group C is determined as a group of the highest
priority and the agent chooses calls in level group C to route.
[0078] According to the above method, an embodiment of the invention provides an apparatus
for optimizing layered service routing of a call center.
[0079] The composition of a call center is described before the apparatus. FIG. 7 shows
a typical call center. Basic components of the call center include: Automatic Call
Distributor (ACD), Interactive Voice Response (IVR) system, Computer Telephony Integration
(CTI) server, agent, database server and management platform. Extended components
are gradually added with the development of the call center technologies. The extended
components may include: web server, fax server and Internet Protocol (IP) telephone
gateway.
[0080] The ACD distributes a customer call to the most proper agent in a service group according
to a certain distribution algorithm; the IVR provides voice navigation, voice answer
and recording functions for the customer; the CTI provides software control and hardware
support for implementing call center services, including screen popup, voice mediation,
data transfer, personalized call routing, and automatic dialing.
[0081] The apparatus provided according to the embodiment of the invention incorporates
improvements in the management of call queues. The apparatus may be located in an
ACD but not limited to this.
[0082] As shown in FIG. 8, the apparatus for optimizing layered service routing of a call
center according to the embodiment of the invention includes an obtaining unit 800,
a threshold storing unit 801, a deciding unit 802, a queue controlling unit 803, and
a routing unit 804.
[0083] The obtaining unit 800 is adapted to obtain a current level parameter of each call
in a call queue; the threshold storing unit 801 is adapted to store a level parameter
threshold of each level group in the call queue; the deciding unit 802 is adapted
to determine a compared call for level comparison with a new call from the tail of
the call queue; the queue controlling unit 803 is adapted to judge whether the current
level parameter of the level group where the compared call belongs is larger than
or equal to the level parameter threshold of the level group where the compared call
belongs when the level of the new call is higher than the level of the compared call,
and place the new call after the compared call if the current level parameter of the
level group where the compared call belongs is larger than or equal to the level parameter
threshold of the level group where the compared call belongs; the routing unit 804
is adapted to route calls at the head of the call queue.
[0084] Preferably, the level parameter obtained by the obtaining unit 800 is a cumulative
queuing duration and the level parameter threshold stored by the threshold storing
unit 801 is a queue tolerance duration.
[0085] FIG. 9 shows another apparatus for optimizing layered service routing of a call center
according to an embodiment of the invention. The apparatus includes a threshold storing
unit 900, an obtaining unit 901, a comparing unit 902, and a routing unit 903.
[0086] The threshold storing unit 900 is adapted to store a level parameter threshold of
each level group in a call queue; the obtaining unit 901 is adapted to obtain a current
level parameter of each level group; the comparing unit 902 is adapted to compare
the current level parameter of each level group with the level parameter threshold
of the level group respectively and determine a level group of the highest priority
with reference to the comparison result; the routing unit 903 is adapted to route
calls in the level group of the highest priority.
[0087] Preferably, the level parameter obtained by the obtaining unit 901 is a put-through
rate and the level parameter threshold stored by the threshold storing unit 900 is
a minimum put-through rate.
[0088] In the embodiment, a minimum put-through rate may be set for each level group in
the call queue and stored in the threshold storing unit 900. The obtaining unit 901
obtains the current put-through rate of each level group. When the comparing unit
902 finds that the current put-through rate of one level group is below or equal to
its minimum put-through rate, the comparing unit 902 determines the level group as
a group of the highest priority; when the comparing unit 902 finds that the current
put-through rates of multiple level groups are below or equal to respective minimum
put-through rates, the comparing unit 902 determines one of the level groups as a
group of the highest priority according to a routing algorithm. The routing algorithm
may be one of the algorithms stated in the method embodiments hereinbefore.
[0089] The working procedure of the apparatus provided in the embodiments of the invention
has been illustrated in the method embodiments of the invention.
[0090] The apparatus embodiments are exemplary. The units stated as separate components
may be or not be physically separated and the components presented as units may be
or not be physical units, which means they may be placed in one location or distributed
in multiple network elements. Part or all modules may be chosen as needed to implement
the solution provided by the embodiments of the invention. Those skilled in the art
can understand and implement the solution without creative labor.
[0091] According to the descriptions of the foregoing embodiments, those skilled in art
may be clear that the embodiments of the invention can be implemented by software
on a necessary general hardware platform or implemented by hardware only. According
to such understanding, the essence of the foregoing technical solution, or contributions
to the conventional art by the solution may be represented by a software product,
which may be stored in a computer-readable storage medium, such as a Read-Only Memory/Random
Access Memory (ROM/RAM), a magnetic disk, and a compact disk. The software product
includes a number of instructions that enable a computer device (which may be a personal
computer, a server or a network device) to execute the method according to the embodiments
of the invention or a certain part of an embodiment of the invention.
[0092] Although the technical solution of the present invention has been described through
exemplary embodiments, the invention is not limited to such embodiments. It is apparent
that those skilled in the art can make various modifications and variations to the
invention without departing from thescope of the invention. The invention is intended
to cover the modifications and variations provided that they fall in the scope of
protection defined by the claims or their equivalents.
1. A method for optimizing layered service routing of a call center, comprising:
setting a level parameter threshold for each level group in a call queue;
determining a compared call from the tail of the call queue when a new call arrives;
inserting the new call after the compared call if a current level parameter of the
compared call is larger than or equal to a level parameter threshold of a level group
where the compared call belongs when the level of the new call is higher than the
level of the compared call; and
routing calls from the head of the call queue.
2. The method according to claim 1, wherein the current level parameter is a cumulative
queuing duration and the level parameter threshold is a queue tolerance duration.
3. The method according to claim 1 or 2, further comprising:
inserting the new call after the compared call if the level of the new call is lower
than the level of the compared call; and
inserting the new call ahead of the compared call if the level of the new call is
higher than the level of the compared call and the current level parameter of the
compared call is lower than the level parameter threshold of the level group where
the compared call belongs.
4. A method for optimizing layered service routing of a call center, comprising:
setting a level parameter threshold for each level group in a call queue;
obtaining a current level parameter of each level group;
comparing the current level parameter of each level group with a respective level
parameter threshold of the level group and determining a level group of a highest
priority according to a comparison result; and
routing calls in the level group of the highest priority after finishing the comparison.
5. The method according to claim 4, wherein the current level parameter is a current
put-through rate and the level parameter threshold is a minimum put-through rate.
6. The method according to claim 4 or 5, wherein the step of determining the level group
of the highest priority comprises:
judging whether the current put-through rate of each level group is lower than or
equal to a respective minimum put-through rate of the level group;
if the current put-through rate of every level group is lower than or equal to the
respective minimum put-through rate, determining a level group at the head of the
call queue as the level group of the highest priority;
if the current put-through rate of only one level group is higher than its minimum
put-through rate, determining the level group as of the highest priority; and
if the current put-through rates of multiple level groups are higher than respective
minimum put-through rates, determining one of the level groups as of the highest priority
according to a routing algorithm.
7. The method according to claim 6, wherein the routing algorithm is a difference optimization
algorithm or a quotient optimization algorithm.
8. An apparatus for optimizing layered service routing of a call center, comprising:
a threshold storing unit, adapted to store a level parameter threshold of each level
group in a call queue;
an obtaining unit, adapted to obtain a current level parameter of each call;
a deciding unit, adapted to determine a compared call for level comparison with a
new call from the tail of the call queue;
a queue controlling unit, adapted to judge whether a current level parameter of the
compared call is larger than or equal to a level parameter threshold of a level group
where the compared call belongs when the level of the new call is higher than the
level of the compared call and if so, insert the new call after the compared call;
and
a routing unit, adapted to route calls at the head of the call queue.
9. The apparatus according to claim 8, wherein the current level parameter is a cumulative
queuing duration and the level parameter threshold is a queue tolerance duration.
10. An apparatus for optimizing layered service routing of a call center, adapted to determine
a level group of a highest priority in a call queue, comprising:
a threshold storing unit, adapted to store a level parameter threshold of each level
group in a call queue;
an obtaining unit, adapted to obtain a current level parameter of each level group;
a comparing unit, adapted to compare the current level parameter of each level group
with a respective level parameter threshold and determine a level group of a highest
priority according to a comparison result; and
a routing unit, adapted to route calls in the level group of the highest priority.
11. The apparatus according to claim 10, wherein: the level parameter obtained by the
obtaining unit is a put-through rate and the level parameter threshold stored by the
threshold storing unit is a minimum put-through rate.